{"id":4370,"date":"2016-03-03T17:21:21","date_gmt":"2016-03-03T17:21:21","guid":{"rendered":"http:\/\/progresomicrofinanzas.org\/en\/?p=4370"},"modified":"2017-11-29T10:28:47","modified_gmt":"2017-11-29T10:28:47","slug":"voice-of-the-client-an-analysis-of-client-satisfaction-and-consumer-protection-across-four-microfinance-institutions-in-peru","status":"publish","type":"post","link":"https:\/\/www.fundacionmicrofinanzasbbva.org\/revistaprogreso\/en\/voice-of-the-client-an-analysis-of-client-satisfaction-and-consumer-protection-across-four-microfinance-institutions-in-peru\/","title":{"rendered":"Voice of the Client: An analysis of client satisfaction and consumer protection across four microfinance institutions in Peru"},"content":{"rendered":"<div class=\"pdfprnt-buttons pdfprnt-buttons-post pdfprnt-top-right\"><a href=\"https:\/\/www.fundacionmicrofinanzasbbva.org\/revistaprogreso\/en\/wp-json\/wp\/v2\/posts\/4370?print=pdf\" class=\"pdfprnt-button pdfprnt-button-pdf\" target=\"_blank\"><img decoding=\"async\" src=\"https:\/\/www.fundacionmicrofinanzasbbva.org\/revistaprogreso\/wp-content\/plugins\/pdf-print\/images\/pdf.png\" alt=\"image_pdf\" title=\"View PDF\" \/><\/a><a href=\"https:\/\/www.fundacionmicrofinanzasbbva.org\/revistaprogreso\/en\/wp-json\/wp\/v2\/posts\/4370?print=print\" class=\"pdfprnt-button pdfprnt-button-print\" target=\"_blank\"><img decoding=\"async\" src=\"https:\/\/www.fundacionmicrofinanzasbbva.org\/revistaprogreso\/wp-content\/plugins\/pdf-print\/images\/print.png\" alt=\"image_print\" title=\"Print Content\" \/><\/a><\/div><p><span style=\"font-weight: 400;\">This document presents a study into customers\u2019 level of satisfaction with the products and services offered by four microfinance institutions in Peru*<\/span><span style=\"font-weight: 400;\">. It forms part of the \u201cVoice of the Client\u201d project, an initiative from the Hivos and MIX organisations to make customers\u2019 voices heard.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Five indicators were selected from the Smart Campaign Customer Protection Principles to evaluate the customers\u2019 satisfaction. They were: (i) suitable product design (ii) prevention of over-borrowing, (iii) transparency, (iv) fair, respectful customer treatment and (v) complaint resolution mechanisms.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The surveys reflected that the majority of customers (88%) are generally satisfied with their institution. However, it recommends further investigation into the causes of over-borrowing, the degree to which customers really understand the cost of borrowing, and more dissemination of the complaint resolution channels. \u00a0\u00a0\u00a0\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<div class=\"progreso-foot-notes\">\n<p>* Caja Municipal de Ahorro y Cr\u00e9dito (CMAC) Arequipa, Financiera Compartamos, Financiera ProEmpresa and Fondesurco.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>This document presents a study into customers\u2019 level of satisfaction with the products and services offered by four microfinance institutions in Peru*. It forms part of the \u201cVoice of the Client\u201d project, an initiative from the Hivos and MIX organisations to make customers\u2019 voices heard. Five indicators were selected from the Smart Campaign Customer Protection [&hellip;]<\/p>\n","protected":false},"author":30,"featured_media":9679,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"tags":[],"class_list":["post-4370","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","numero-6-en","seccion-documents-of-interest-microfinance"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Voice of the Client: An analysis of client satisfaction and consumer protection across four microfinance institutions in Peru<\/title>\n<meta name=\"description\" content=\"Voice of the Client: An analysis of client satisfaction and consumer protection across four microfinance institutions in Peru\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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